Service Desk Analyst

Mploy Staffing Solutions Ltd
12 Jan 2018
20 Feb 2018
Contract Type
Full Time
Ensure all incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool. * To carry out qualitative checks on the Incident Management process and provide excellent and clear communication of Incidents. * Troubleshooting and resolving problems associated with software and hardware for both local and remote customer environments. * Configure network and PC software for new members of staff, staff movements, network printer administration and other repetitive activities as well as administration required for staff departures. * Ensuring incidents and service requests are resolved or updated within the SLA's. * Responsible for keeping senior team members informed of unresolved issues or problems. * Managing workload demands to tight deadlines. * Managing AD Group memberships. * Managing Web and email filtering permissions. * Following up with users to ensure issues have been adequately resolved. * Following documented procedures and utilising centralised tools. * Developing effective technical documentation for end users as well as for technical installation documentation for team members. * Updating knowledge and asset databases. * Daily system checks, backup and system checks. * Interfacing with 3rd party vendors when necessary. * Managing PC setup and deployment. * Troubleshooting Start-up issues, Hardware Device, Device Driver, and Performance Issues. * Troubleshooting Network Connectivity Issues. * Use of Remote support tools. * Troubleshooting Security Issues, Internet and Access Issues. * Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration. * Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it's a PC, server or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway